Accessibility

Voluntary Product Accessibility Template

Version 2.3

Zendesk provides the VPAT, or Voluntary Product Accessibility Template, which documents an audit of our systems in regards to the audited framework, the WCAG 2.0 guidelines. The following VPAT document can be used to describe how the accessibility features of the Zendesk product help federal agencies address the requirements of Section 508 Standards. The purpose of this is to assist Federal contracting officials and other buyers in making preliminary assessments regarding the availability of commercial “Electronic and Information Technology” products and services with features that support accessibility. It is assumed and recommended that inquirers will provide additional contact information to facilitate more detailed inquiries.

Note: This document is provided for information purposes only and the contents hereof are subject to change without notice. Zendesk does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Zendesk specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Zendesk further makes no representation concerning the ability of assistive technologies or other products to interoperate with Zendesk products.

The first table of the VPAT provides an overview of the applicable standards/guidelines, and the terms used in the Conformance Level. The subsequent tables provide more detailed views of each section. There are four columns in each table. Column one of the describes the criteria evaluated. The second column describes the product/platform evaluated. The third column describes conformance level. The fourth column describes any additional remarks and explanations regarding the product.

February 2019

Applicable Standards / Guidelines

This report covers the degree of conformance for the following accessibility standard/guidelines:

The product does not present content that relies solely on sensory characteristics

iOS SDK

Supports

The Zendesk Mobile SDK does not present content that relies solely on sensory characteristics.

Android SDK

Supports

The Android Mobile SDK does not present content that relies solely on sensory characteristics.

1.4.1 Use of Color (Level A)

Support & Guide

Supports

The product does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element

iOS SDK

Supports

The Zendesk Mobile SDK does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.

Android SDK

Supports

The Android Mobile SDK does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.

1.4.2 Audio Control (Level A)

Support & Guide

Supports

The product does not contain any audio.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain any audio

Android SDK

Supports

The Android Mobile SDK does not contain any audio.

2.1.1 Keyboard (Level A)

Support & Guide

Partially Supports

Most all active elements in the product are in the focus order and are operable through a keyboard interface. A rating of Partially Supports has been given for the following reasons:

• Specific controls do not receive focus and may not always be actionable when they do receive focus.

• Custom combo box controls cannot be used with the expected keyboard interactions.

• The title attribute is used to communicate information that is not accessible via the keyboard.

iOS SDK

Supports

All active elements in The Zendesk Mobile SDK are in the focus order and are operable through a keyboard interface.

Android SDK

Supports

All active elements in the Android Mobile SDK are in the focus order and are operable through a keyboard interface.

2.1.2 No Keyboard Trap (Level A)

Support & Guide

Supports

The product does not contain keyboard traps.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain keyboard traps.

Android SDK

Supports

The Android Mobile SDK does not contain keyboard traps

2.1.4 Character Key Shortcuts (Level A 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK does not utilize character key shortcuts

Android SDK

Supports

The Android Mobile SDK does not utilize character key shortcuts.

2.2.1 Timing Adjustable (Level A)

Support & Guide

Supports

The product does not contain functionality that relies on time limits

iOS SDK

Supports

The Zendesk Mobile SDK does not contain functionality that relies on time limits

Android SDK

Supports

The Android Mobile SDK does not contain functionality that relies on time limits.

2.2.2 Pause, Stop, Hide (Level A)

Support & Guide

Supports

The product does not include content that plays automatically

iOS SDK

Supports

The Zendesk Mobile SDK does not include content that plays automatically.

Android SDK

Supports

The Android Mobile SDK does not include content that plays automatically.

2.3.1 Three Flashes or Below Threshold (Level A)

Support & Guide

Supports

The product does not utilize any flashing content

iOS SDK

Supports

The Zendesk Mobile SDK does not utilize any flashing content.

Android SDK

Supports

The Android Mobile SDK does not utilize any flashing content.

2.4.1 Bypass Blocks (Level A)

Support & Guide

Partially Supports

The product mostly provides a method to skip past blocks of repeated content or contains such limited amount of data that it is not necessary to provide this mechanism. A rating of Partially Supports has been given for the following reason: • The Guide Web desktop application does not provide a skip link to jump past the repeated navigation elements to the main content.

iOS SDK

Supports

The Zendesk Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.

Android SDK

Supports

The Android Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.

2.4.2 Page Titled (Level A)

Support & Guide

Supports

The product has titles that describe topic or purpose

iOS SDK

Supports

The Zendesk Mobile SDK has titles that describe topic or purpose.

Android SDK

Supports

The Android Mobile SDK has titles that describe topic or purpose

2.4.3 Focus Order (Level A)

Support & Guide

Partially Supports

The product mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When closing the Edit My Profile dialog, instead of moving focus back to the triggering element, focus moves to the top of the page

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When attaching a file, focus does not appropriately move to the newly rendered content.

Android SDK

Partially Supports

The Android Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When activating the See All Articles control, focus inappropriately returns to the top of the page instead of to the first item in the list of articles.

2.4.4 Link Purpose (In Context) (Level A)

Support & Guide

Partially Supports

The product mostly contains links which clearly indicate their purpose, in context. A rating of Partially Supports has been given for the following reasons:

• The Close control used in many dialogs does not have a meaningful alternative.

• Links that spawn the dialogs do not indicate that fact.

• Decorative images, such as user avatars, have duplicate alternative text that is the same as adjacent text or links

iOS SDK

Supports

The Zendesk Mobile SDK contains links which clearly indicate their purpose, in context.

Android SDK

Supports

The Android Mobile SDK contains links which clearly indicate their purpose, in context.

2.5.1 Pointer Gestures (Level A 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK can be operated with a single pointer without a path-based gesture.

Android SDK

Supports

The Android Mobile SDK can be operated with a single pointer without a path-based gesture.

2.5.2 Pointer Cancellation (Level A 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain controls that are operable using down events

Android SDK

Supports

The Android Mobile SDK does not contain controls that are operable using down events

2.5.3 Label in Name (Level A 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually

Android SDK

Supports

The Android Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually

2.5.4 Motion Actuation (Level A 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain user interface components that require device or user motion

Android SDK

Supports

The Android Mobile SDK does not contain user interface components that require device or user motion.

3.1.1 Language of Page (Level A)

Support & Guide

Supports

The product identifies the default language of its pages

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.

Android SDK

Supports

The Android Mobile SDK identifies the default language of its pages.

3.2.1 On Focus (Level A)

Support & Guide

Supports

The product does not initiate a change of context when any component receives focus.

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.

Android SDK

Supports

The Android Mobile SDK does not initiate a change of context when any component receives focus.

3.2.2 On Input (Level A)

Support & Guide

Partially Supports

The product rarely initiates a change of context when any component setting is changed. A rating of Partially Supports has been given for the following reason:

• When moving through custom combo box options with the keyboard, the content of the page is refreshed, and the focus is moved to the top of the page.

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component setting is changed.

Android SDK

Supports

The Android Mobile SDK does not initiate a change of context when any component setting is changed

3.3.1 Error Identification (Level A)

Support & Guide

Partially Supports

The product mostly provides a clear indication of fields in error. A rating of Partially Supports has been given for the following reasons: • Some forms do not indicate any errors.

• When errors are displayed, they do not always clearly identify the error and how to remediate the error.

iOS SDK

Supports

The Zendesk Mobile SDK does not include forms that generate errors

Android SDK

Supports

The Android Mobile SDK does not include forms that generate errors

3.3.2 Labels or Instructions (Level A)

Support & Guide

Partially Supports

The product mostly provides labels or instructions when content requires user input. A rating of Partially Supports has been given for the following reasons:

• Some native and custom form elements are missing valid labels.

• There are instances where inline errors are not being associated to their respective fields.

• When using the Edit Profile page, the asterisk indicating the mandatory fields is not explained at the beginning of the form.

The product mostly meets the minimum contrast ratio. A rating of Partially Supports has been given for the following reason: • Some placeholder text, meaningful icons, errors, and symbols used to denote required fields do not meet required contrast ratios.

iOS SDK

Supports

The Zendesk Mobile SDK meets the minimum contrast ratio.

Android SDK

Supports

The Android Mobile SDK meets the minimum contrast ratio

1.4.4 Resize Text (Level AA)

Support & Guide

Supports

The product’s text can be resized without loss of content or functionality

iOS SDK

Does Not Support

The Zendesk Mobile SDK cannot be resized without loss of content or functionality. A rating of Does Not Support is given for the following reasons:

• Some controls do not change size. • While some text changes size, it is not significant enough according to the accessibility settings

Android SDK

Partially Supports

The Android Mobile SDK text can mostly be resized without loss of content or functionality. A rating of Partially Supports has been given for the following reasons: • Some containers do not resize along with the text, causing the text to become cut off.

1.4.5 Images of Text (Level AA)

Support & Guide

Supports

The product does not make use of images of text

iOS SDK

Supports

The Zendesk Mobile SDK does not make use of images of text

Android SDK

Supports

The Android Mobile SDK does not make use of images of text.

1.4.10 Reflow (Level AA 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.

Android SDK

Supports

The Android Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.

The Zendesk Mobile SDK does not present text where content or functionality are lost when setting custom spacing.

Android SDK

Supports

The Android Mobile SDK does not present text where content or functionality are lost when setting custom spacing

1.4.13 Content on Hover or Focus (Level AA 2.1 only)

Support & Guide

n.v.t.

n.v.t.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.

Android SDK

Supports

The Android Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.

2.4.5 Multiple Ways (Level AA)

Support & Guide

Supports

The product offers multiple ways to reach each page.

iOS SDK

Supports

The Zendesk Mobile SDK provides access to all pages using the persistent navigation elements.

Android SDK

Supports

The Android Mobile SDK provides access to all pages using the persistent navigation elements.

2.4.6 Headings and Labels (Level AA)

Support & Guide

Supports

The product provides headings and labels that describe the topic or purpose.

iOS SDK

Supports

The Zendesk Mobile SDK provides headings and labels that describe the topic or purpose.

Android SDK

Supports

The Android Mobile SDK provides headings and labels that describe the topic or purpose.

2.4.7 Focus Visible (Level AA)

Support & Guide

Supports

The product mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reasons: • Some elements are missing a visual focus indicator.

• When elements do have a visual focus indicator, it is rendered using CSS properties that do not render when navigating using alternative color modes

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reason: • When attaching a file, focus does not move to the newly rendered content.

Android SDK

Supports

The Android Mobile SDK provides a visible focus indicator for all actionable elements.

3.1.2 Language of Parts (Level AA)

Support & Guide

Supports

The product does not contain changes in language.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain changes in language

Android SDK

Supports

The Android Mobile SDK does not contain changes in language

3.2.3 Consistent Navigation (Level AA)

Support & Guide

Supports

The product uses consistent navigation methods

iOS SDK

Supports

The Zendesk Mobile SDK uses consistent navigation methods

Android SDK

Supports

The Android Mobile SDK uses consistent navigation methods.

3.2.4 Consistent Identification (Level AA)

Support & Guide

Supports

The product consistently identifies components that have the same functionality.

iOS SDK

Supports

The Zendesk Mobile SDK consistently identifies components that have the same functionality

Android SDK

Supports

The Android Mobile SDK consistently identifies components that have the same functionality

3.3.3 Error Suggestion (Level AA)

Support & Guide

Supports

If an input error is automatically detected and suggestions for correction are known, then the suggestions are provided to the user, unless it would jeopardize the security or purpose of the content